ChurnZero Reviews

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86 Ratings
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Score 9.1 out of 100

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Reviews (26-50 of 75)

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

Currently, the CSM team is the only department using ChurnZero. It helps us be proactive with high touchpoint customers easily. We’re able to segment quickly in order to make contact with specific people in our customer pool.
We were also able to have a view into the customer activity as a whole. As a smaller CSM team, we back each other up; having a view into the communication, activity, etc. for every customer is critical.
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Anonymous | TrustRadius Reviewer
September 12, 2019

ChurnZero

Score 9 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

We use ChurnZero for linking the Customer Success team with their respective client accounts. We track NPS, Support tickets, etc. through ChurnZero. We also send mass emails for the purpose of communicating any company-wide updates. We track health scores, login activity of the clients, and sync gmail with our ChurnZero accounts, so that when the account transitions to another success manager, he/she is updated with the latest communication.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We are using ChurnZero across all of our customer-facing teams which includes implementation, support and customer success. In addition to helping us track customer health scores, ChurnZero allows us to run in-app NPS surveys and has powerful tools for creating a customer experience using "plays" as they are called in the app.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use ChurnZero to better understand our customers, their behavior, and how they interact with our product. The goal is to reduce churn, increase expansion/upsells, and to better develop our product to serve our customers' needs.
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Sanjusha Kolli | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

It is being used by the corporate department to help build out plays and journeys that automate our upgrade process. It allows us to be notified when we get assigned an account, and showcases the next steps in the process. We hope to set it up so that when one task is completed, it will trigger the next step.
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Chad Schexnayder | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero has been adopted by our Client Success team, and it has been a game-changer. Our CS Team is utilizing the platform to monitor customer engagement and outreach. Creating plays allows us to monitor specific outreach goals per team member, and is automated enough to schedule recurring touchpoints during each customer's lifecycle.
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Pedro Vittes | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero is being used by our Account Management and Customer Success team to assure that our customers are getting everything they need from the platform. With our product being in the SaaS world it is vitally important for us to know how much our customers are using our product. If we can identify a customer who is either doing very well or doing very poorly with the product it allows us to adjust accordingly and assure the customer gets what they need.
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Ben Butler | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

ChurnZero is being utilized across several departments including Customer Success, Sales, and Product Specialists. The data reporting allows us to see trends and stay on top of our customer's journeys while also helping us take a proactive approach to at-risk of churn accounts. From an engagement perspective, the realtime data certainly helps us connect with our customers to help them see the value they are getting from our site. On the flip slide, the data also lets us strategize with customers who may be struggling to get things going and may need a boost in the right direction.
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Allison Cloyd | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

We're using ChurnZero within our Customer Success team to manage all of our clients. We had data in multiple systems that we had to pull together by hand in order to get a semi-decent view of where an account was at, so we decided to implement CZ to make it easier for our CSM's to see and understand what was happening with an account. We're specifically interested in NPS and retention, and in using plays and journeys to better manage multiple onboardings at once.
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José Antonio Zalem Hernández | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

We use it in a department of the company, and it helps us a lot to take the management and control of our clients, to see the use and the critical points of the client to help them improve. At the same time it helps us to allocate our time and makes work less stressful.
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Dave Dorsey | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Our entire Sales organization uses ChurnZero to proactively reach out to prospects when we can see they are engaging with our software. Insight provides us with what they are doing or have done so we can ask them about the experience with that feature to help close a sale.
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Mark E | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

My department uses ChurnZero to keep track of customer health. Churnzero allows us to monitor trends from customer satisfaction to the number of support incidents reported through integrations with Zendesk. The greatest benefit we gain from this software is the amount of time we save from business workflows. ChurnZero's features and integration flexibility allows us to efficiently carry out our department duties.
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Brian Hartley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We are currently using ChurnZero to help monitor engagement and activity within our client base. As we have a large number of clients, this platform is instrumental in allowing us to monitor usage from a single application. Currently, it is being used by client success but the data that originates in ChurnZero is exposed company-wide. It has helped us identify trends and get out in front of clients who may disengage.
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Emily Mikes | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

CZ is being used by the Customer Success Departments. Trainers and those who work with current customers use the system to monitor usage and milestones achieved by new accounts as they start using our software. It allows us to see what accounts are at a high risk of canceling so we can proactively reach out to see what we can do to help them utilize our system.
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Richard Diener | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

Our client success team uses Churnzero daily to communicate with our clients, to track the client's usage, to gauge the likelihood of churn risk, to ensure clients invoices are paid, and to run playbooks based on specific occurrences. Although we use JIRA for Ops and Zendesk for support our client success team can see progress from both teams to better support our clients. We also use Churnzero's client success team as a model of how to provide client success services to our clients. I can't say enough how impressed I am with this company.
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Matthew Sellers | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use ChurnZero to get a granular view of what features our customers are using (or not using) so that we can make meaningful proactive outreaches to them.

ChurnZero is being used across multiple teams: Success/Support/Marketing/Product. It gives us instant insights that we otherwise did not have access to.
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Felipe del Sol F. | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

ChurnZero helps us understand our customers and automate the communications with them. Allows us to understand what they are using and engage them with all the features so we minimize churn. With ChurnZero we established our onboarding process and can follow it in detail with every new customer.
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Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Currently, it is only being used for the Account Management and Sales Operations teams. The main business problems that it addresses is reducing churn through the use of more insightful data and analytics. It also helps our team with adoption and upsells efforts by having the ability to create segments and automate campaigns and workflows from there.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

We use ChurnZero to help automate our account management workflows. In the past, all of the account reviews were done manually. Now, the team is alerted to changes in account activity. This has let us focus our resources where they are needed. We have seen an increase in retention already and only have more planned for the future.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

ChurnZero is being used to track our client's usage on our web tool and mobile app. The client success department uses it to track when our clients are using the software on a daily basis and what aspects they are using. It addresses the clients who begin slipping with no other indicator that they are unhappy with the service.
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

ChurnZero is being mainly used by our customer-facing team, Customer Success, Marketing, and Enterprise team. Although we have a few internal tools that we use to help us identify customer use, history, and pull insight about their account, there are multiple tools our team has to bounce between and unable to get the full picture. With ChurnZero, it is providing us the opportunity to review accounts with more insights all in one place that all users in the organization can review as well.
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Feature Scorecard Summary

Role-based user permissions (62)
8.5
API (57)
8.5
Integration with Salesforce.com (53)
8.6
Product usage (72)
8.5
Help desk / support tickets (59)
8.4
NPS surveys (60)
8.5
Sponsor tracking (25)
7.9
Customer profiles (68)
8.5
Automated workflow (72)
8.5
Internal collaboration (57)
8.1
Customer health scoring (73)
8.7
Customer segmentation (72)
8.9
Customer health trends (70)
8.5
Engagement analytics (71)
8.6
Dashboards (73)
8.3

About ChurnZero

ChurnZero's real-time SaaS platform aims to help subscription businesses prevent customer churn. The platform integrates tightly with an organization's CRM system and their application or service. In doing so, ChurnZero (1) allows the business to understand how their customers use their product, (2) assesses customer health and likelihood to renew, and (3) gives the business the means to automate and personalize the customer experience through timely and relevant touchpoints, including in-app content. The vendor says ChurnZero customers see ROI in terms of more productive and better informed customer success managers who can provide their customers with better just-in-time service from the automated playbooks.
Categories:  Customer Success

ChurnZero Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Has featureNPS surveys
Has featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Does not have featureRevenue forecasting
Has featureDashboards
Does not have featureCustomer lifetime value
Does not have featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Does not have featureIntegration with Marketo
Does not have featureIntegration with Eloqua
Additional Features
Has featureIn-app communication

ChurnZero Screenshots

ChurnZero Downloadables

ChurnZero Integrations

ChurnZero Competitors

ChurnZero Support Options

 Paid Version
Phone
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

ChurnZero Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No